FAQ
After logging into your account, please go to : “My Account” → “Order Management”
Here you can view your recent order list and order status.
After logging into your account, go to : “My Account” → “Order Management”
Order statuses are defined as follows :
Processing → Your order is being reviewed, including item confirmation and payment verification.
Paid → Payment has been successfully received.
Picking → Your items are being picked and checked before shipment.
Packing → Your order is being packed and prepared for dispatch.
Shipped → The order has been handed over to the logistics provider.
Completed → The order process has been fully completed.
Please ensure your account and password are correct. If the login information is correct but no order appears, possible reasons include :
● The order information was entered incorrectly or differs from your registered email
● The order was not successfully completed
● The purchase was not made through our official website
Yes. You may enter your preferred delivery address in the shipping information section when placing an order. However, we currently do not provide delivery services to offshore islands.
No. All shipments must be delivered to a valid physical address. P.O. Box addresses are not accepted.
Order status :
Processing → Your order is being reviewed, including item confirmation and payment verification.
Paid → Payment has been successfully received.
Picking → Your items are being picked and checked before shipment.
Packing → Your order is being packed and prepared for dispatch.
Shipped → The order has been handed over to the logistics provider.
Completed → The order process has been fully completed.
If your order has not yet been paid, you may contact customer service via : “Contact” → “Information” → LINE@ one-on-one real-time customer service. Our team will assist you with any necessary adjustments.
If the order has not been paid, you may cancel it directly by logging into your account : “My Account” → “Order Management” → Click “Cancel / Return & Exchange”. The system will cancel the order immediately.
If online cancellation is not available, please contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service
After logging into your account, please go to : “My Account” → “Order Management”. You may change your shipping address as long as the order status has not yet reached “Packing.” To request a change, please contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service. Our support team will assist you with the update.
Due to operational limitations, direct exchanges with price differences are not available.
If you wish to change products, please request a return within the 7-day appreciation period after delivery via : “My Account” → “Order Management” or contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service
I. Order Cancellation
After logging into your account : “My Account” → “Order Management”. If the order has not been paid, you may click “Cancel / Return & Exchange” to cancel it immediately.
If online cancellation is not available, please contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service.
II. Return & Exchange Policy
A. Customers are entitled to a 7-day appreciation period ( including weekends ) under Taiwan’s Consumer Protection Act. The period begins from the delivery date confirmed by the logistics receipt.
B. The appreciation period is not a trial period. Please verify product contents upon receipt. Do not open or use the product if you are unsure about returning it. Please retain the original outer packaging during this period.
C. Customized products are not eligible for the 7-day appreciation period under applicable regulations.
D. Returned items must be brand new, unused, and free from scratches, damage, moisture, or markings. All accessories, packaging materials, manuals, and gifts must be included.
E. If returned items are not in original condition, a depreciation or restoration fee may be charged. Please confirm the product before use.
F. To protect your rights, please record a full unboxing video. If any issue occurs, please provide the video for verification.
G. Kitchen appliances are not provided for trial use. Exchanges are only accepted for defective products. Any damage caused by improper use will void exchange eligibility.
III. Return / Exchange Procedure
A. After logging into your account : “My Account” → “Order Management”. Select the relevant order and click “Cancel / Return & Exchange.” If online processing is not available, please contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service.
B. Important Notes :
1. Please keep your member profile updated to ensure smooth processing.
2. All returned items must include the full product set, accessories, gifts, and original packaging. Please restore the product to its original condition and keep the return receipt until the process is completed.
3. Failure to restore the product to its original condition may delay or affect the return/exchange process.
4. Return / exchange processing hours are 09 : 00–17 : 00 ( business days only, excluding weekends and holidays ).
Please contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service. Our team will assist you in canceling the return request. If a courier has already been arranged, simply inform the driver that you wish to keep the item.
We provide a 7-day appreciation period in accordance with applicable regulations. If you have any concerns during this period, please contact : “Contact” → “Information” → LINE@ one-on-one real-time customer service. Once the appreciation period has expired, returns and exchanges will no longer be accepted.